Customer Experience Design Head

2 weeks ago

Pasig, National Capital Region, Philippines JG Summit Holdings Inc. Full time
Department

Customer Experience

Employee Type

Probationary

The Customer Experience Design Head leads design and execution oversight of compelling and creative experiences that strike a balance between the consumers' intent and the business's needs. The role contributes in aligning the product roadmaps with the consumer needs that involves conceptualizing, designing and creating best-in-class experiences for the consumers.

The position will lead a team that conducts activities such as customer journey mapping, design solutions, blueprints, personas and scenarios to enhance customer experience, improve business metrics, and increase customer engagement. It will provide expertise and assistance to BUs in redesigning and improving customer experience across all touchpoints. It will identify success metrics and analyze data that needs to be collected in order to continuously achieve desired business outcomes such as customer satisfaction, NPS, marketing and web analytics.

WHAT IS THE JOB LIKE?

The role will champion and help build customer orientation and mindset and experience design best practices across the conglomerate including structural and strategic requirements such as organizational design and talent development, customer experience maturity and vision as needed depending on the BU needs. It will continuously seek out industry best practices and develop skills to create new capabilities for CX / UX within the JG Summit Group and its Business Units.

User Experience Research

  • Identification of users' behaviours, needs and motivations through ethnography, observation techniques, task analysis, and other methodologies that incorporate both the social and technological context.
  • Understand user motivations based on both qualitative and quantitative data to surface customer needs and business opportunities.

User Experience Analysis

  • The identification, analysis, clarification and communication of the context of use in which applications will operate, and of the goals of products, systems or services.
  • Understand and analyze customer experiences to identify improvements and opportunities that can help better achieve desired outcomes.

User Experience Design

  • The process of iterative design to enhance user satisfaction by improving the usability and accessibility provided when interacting with a system, product or service.
  • Build best practices and establish processes around good user experience design such as task analysis, usability considerations and visual design principles.

User Experience Evaluation

  • Validation of systems, products or services, to assure that the stakeholder and organizational requirements have been met, required practice has been followed, and systems in use continue to meet organizational and user needs

WHO ARE YOU?

  • 10+ years' experience in User and Customer Experience, as applied to digital product development
  • Demonstrated experience independently running customer experience initiatives
  • Possession of customer-centric mindset and strong understanding of user experience
  • Excellent verbal and written communication skills, able to interact effectively with various stakeholders
  • Capable of researching, developing and defining customer experience requirements and strategy
  • Specialized expertise with customer-centric design approaches – including design thinking, journey mapping, product testing, rapid prototyping and iteration
  • Capable of takng strategic view in balancing customer benefits with business impacts
  • Good understanding of measurement KPIs that apply to CX / UX optimization
  • Experience with agile software / app / technology development methods and Dev Ops processes

The Gokongwei Group is one of the Philippines' most significant and diversified conglomerates. Our business portfolio includes the country's most respected and prominent brands. We need people imbued with a creative, artistic, and entrepreneurial spirit to power our conglomerate's evolution as it fully embraces digital transformation.

You will have the opportunity to make a difference by representing world-class brands that aim to make life better for every Filipino. You learn from experts and grow your career across diverse industries that serve as the driving forces of a growing economy.

We believe our people are our greatest assets. Those who join us become part of a company committed to investing in its people through attractive compensation and benefits, unique ecosystem rewards, and digital career development programs to advance your career across the conglomerate.

Experience Range Range (Years)

 years

Job posted on
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